Frequently asked questions about "BYOC" (delivery using own store staff)

Q. What is “BYOC”?

By using your own staff for deliveries. This allows you to reduce Uber service fees and increase profits. You can also reach new customers and expand your market through the Uber Eats app. You also gain control over your delivery equipment, branding, delivery experience, and delivery fees.

Q. How do I start or stop BYOC?

If you would like to start or stop BYOC, click here

Q. What if I want to temporarily change my BYOC delivery method?

You can do this by toggling off [Switch Delivery Method] > [Uber Delivery Staff] in Uber Eats Orders (tablet app).

Q. Can I use Uber Eats delivery partners at the same time as BYOC?

If you use BYOC, you cannot also arrange for Uber Eats delivery partners.

As a result, restaurant partners must arrange deliveries themselves.

If you are unable to deliver an order, please contact restaurant support, as we will need to cancel the order.

If you are unable to deliver the order, we recommend notifying the customer as soon as possible.

Q. The customer could not be found or the address was unclear (making it impossible to complete the delivery).

Please contact the customer and confirm their address.

You can contact the customer by following the steps below.

1. Uber Eats Orders > Order Help > Manage Orders > Tap “Contact Customer.”
2. Call the phone number listed in the “Contact Customer” tab.
3. You will hear a voice prompt and be asked for a code. Enter the code listed in the “Contact Customer” tab.
4. The customer will be connected.

If the issue persists after contacting the customer, please contact restaurant support.

Q. I forgot to include an item.

Contact the customer and confirm whether they would like a redelivery. Clickhere for instructions on how to contact the customer.

If you would like the items, please arrange for redelivery. If you do not wish to receive the items, please remove the missing items from the order management screen and adjust the price accordingly.

To remove missing items and adjust the price, click here

Q. A customer has contacted us to change their delivery address.

If your restaurant partner can accommodate address changes, please inform the customer and provide the restaurant partner’s delivery person with the new address.

Please seehere for information on how to contact customers.

If your restaurant partner is unable to accommodate the change of delivery address, please inform the customer and ask them to cancel their order through the app.

Q. The order has been delivered, but it’s still showing up in Uber Eats Orders.

For BYOC orders, the order will continue to appear in Uber Eats Orders unless the customer selects “Received Order” in the ordering app.

We recommend contacting the customer through Uber Eats Orders to check the status. If the order has been received, please instruct the customer to select “Received Order” in the app.

Q. The order has been delivered, but the customer did not select “Received Order.”

After 3 hours, the order will automatically be completed and will disappear from the “Ready for Pickup” tab in Uber Eats Orders. You can view the order in the Order History tab.

Q. What happens to the payment if the customer does not select “Received Order” in the ordering app?

If the customer does not select “Received order,” the order will automatically be completed after 3 hours, and payment will be made to the restaurant partner.

Q. If a message such as “Please check the current status” appears

If the order is not marked as completed, you may see the message “This customer has reported that their order has not arrived. Please check the current status” on Uber Eats Orders. In this case, we recommend contacting the customer to check the status.

For information on how to contact customers, please see here